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MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMMEASUREMENT, ANALYSIS AND IMPROVEMENT 99.1 GeneralMaseno University defines, plans (section 7.1) and implements the monitoring, measurement, analysis, andimprovement processes needed to assure conformity and achieve continual improvement of theservice/product and the quality management system. This includes the determination of the need for, and useof, applicable methodologies including statistical techniques.9.2 Monitoring and Measurement9.2.1 Customer SatisfactionMaseno University monitors information relating to customer perception (as to whether we have met customerrequirements) as one of the measurements of performance of the quality management system. Themethodologies for obtaining and using this information are described in procedure MSU/VC/PR/01.9.2.2 Internal AuditMaseno University conducts internal audits every six months to determine whether the quality managementsystem conforms to the requirements of ISO 9001: 2008 and has been effectively implemented andmaintained.Maseno University develops the audit plan bi-annually, taking into consideration the status and importance ofthe activities and areas to be audited as well as the results of previous audits. The audit plan is revised aftereach audit and updated if needed. The audit criteria, scope, frequency and methods are defined. Audits areconducted by personnel other than those who perform the activity being audited. Procedure MSU/MR/OP/03 –Internal Audit identifies the responsibilities and requirements for conducting audits, recording results andreporting to management. Responsible managers take timely corrective action on deficiencies found duringthe audit. Follow-up actions include the verification of the implementation of corrective action, and thereporting of verification results.9.2.3 Monitoring and Measurement of ProcessesMaseno University applies suitable methods for monitoring and, where applicable, measurement of the qualitymanagement system processes. These methods will demonstrate the ability of the processes to achieveplanned results. When planned results are not achieved, correction and corrective action will be taken, asappropriate, to ensure conformity of the product.9.2.4 Monitoring and Measurement of ProductMaseno University measures and monitors the characteristics of the service/product to verify thatrequirements for the service/product are met. This is carried out as planned at appropriate stages of theservice/product realization process (section 7.1). Evidence of conformity with the acceptance criteria isdocumented. Records will indicate the authority responsible for release of service/product.Product release and service delivery will not proceed until all the specified activities have been satisfactorilycompleted, unless otherwise approved by the customer.Maseno University, Private Bag Maseno. 27Tel 0722203411